Grievance Policy

We, at PayMe India Financial Services Private Limited(‘Payme’ or ‘SALT’) value all our customers, and assure a sincere and transparent approach with all our customers. For the convenience of our customers and to offer optimum support, we have set up a grievance redressal mechanism and implemented this Grievance Policy for all our customers (‘Grievance Policy’). This Grievance Policy aims at minimizing instances of customer complaints and grievances through a proper channelized approach, review mechanism, and prompt redressal of all customer grievances.

Grievance Redressal Procedure Of The Company

SALT will implement all possible steps to prevent and minimize customer complaints / grievances
SALT will facilitate the customer to pay the whole or part of the dues at its office or through its app.
In the event that a customer has a grievance, the following Grievance Redressal Mechanism shall apply:
- Level 1: The customer must lodge a complaint by initiating service request / ticket through SALT mobile app. The working hours are 10:00 am to 6:00 pm Monday to Friday.
- Level 2: In the event that the complaint remains pending at Level 1 for a period of more than 7 working days, or if the customer is not satisfied with the outcome of Level 1 resolution, the customer can mail on: [email protected]
- Level 3: In the event that the complaint remains pending at Level 2 for a period of more than 7 working days, or if the customer is not satisfied with the outcome of Level 2 resolution, the customer can contact the following official of Payme India: [email protected]

Office:

Kanpur, Address
Post Box No. 82/142, M.G Road, Kanpur – 208 001, Uttar Pradesh.
Phone +91 512 230 5949
Fax +91 512 230 6105

Lucknow Address

8-9 Vipin Khand, Gomtinagar,
Lucknow-226010, Uttar Pradesh
Phone +91 512 230 5949
Fax +91 512 230 6105

Level 4: In the event that the complaint remains pending at Level 3 for a period of more than 7 working days, or if the customer is not satisfied with the outcome of Level 3 resolution, the customer can contact the Regional Office of the Reserve Bank of India (or via RBI’s website www.rbi.org.in):
- SALT will put in place an effective training system to ensure that employees are customer friendly and do not resort to rude, inappropriate or unethical behaviour.
- SALT will endeavour to work out and display the time norms for putting through and completing the various transactions.
- SALT will have a sympathetic approach to the problems faced by the customer especially the poor and underprivileged sections.